ADRITA CHATTERJEE
KOLKATA
Summary
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
7
7
years of professional experience
Work History
Assistant Manager,Operations -Business Development
STARTEK
Kolkata
02.2024 - Current
- Single-handedly spearheaded business development and account management for Flipkart, Shopsy. Looking after sales and marketing for the brands, and accountable for business growth of the high-revenue sellers.
- Collected, tracked and evaluated current business and market trend data.
- Conducted competitive analysis to inform strategic planning and positioning.
- Generated standard or custom reports summarizing business, financial or economic data.
- Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions.
- Supported sales team members to drive growth and development.
- Identified potential clients, built relationships, and negotiated contracts.
- Used change methodologies to increase sales and led projects for increased productivity.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Involved in Training & Mentoring,Team Building, Team Monitoring, schedule projects and ensuring assignments are carried out as planned.
- Aligned for direct contact in the center with client and with proper involvement in MBR, QBR, daily business review.
Assistant Manager, Operations - CC
STARTEK
Kolkata
02.2023 - 02.2024
- Handled CC, Email Desk, WhatsApp Desk, and AMC Sales Desk.
- Effectively managing over 180 headcounts. Single-handedly turned a cost center into a profit center by converting sales from 19.80 lacs to 1.2 Cr in the duration of three months.
- Core competency: CPA, connectivity rate, conversion rate, AHT, contact rate, wrap-up time, ASP, FTE billing, manpower, productivity, CQ, AHT, FRT, QT, ART.
Assistant Manager, Operations - CC
KocharTech Pvt Ltd
Kolkata
02.2022 - 02.2023
- Part of the transition of the E-COMMERCE platform for SWIGGY, with 160+ headcount, end-to-end responsible for planning and execution to meet client requirements.
- Was involved in scheduling manpower and managing conflicts.
- Generating desk and other operational reports for management on the monthly client's schedule of MBR and QBR.
- Conducting weekly reviews of reporting supervisors.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Conducted customer satisfaction surveys and recommended product improvements to management based on feedback.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Core KPI - ESAT/CSAT, CQ, AHT, ART , FTE Billing , Scheduling manpower.
Team Leader, Operations
KocharTech Pvt Ltd
Kolkata
06.2021 - 01.2022
- Handling the E-COMMERCE platform for SWIGGY, I mentored and guided the executive team during business development decision-making to optimize profitability, marketing strategy, and communications planning.
- Tracked performance key metrics and operational KPIs.
- I was engaged to head the Instamart campaign for Swiggy and took part in MBR, QBR, and daily client review calls.
- Forecasted customer satisfaction trends, based on previous data, to maximize customer satisfaction, impacting CSAT.
- Analyzed customer data to identify trends, behaviors, and opportunities for business growth.
- Conducted regular training sessions for staff on CRM best practices and new features.
Team Leader, Operations
Teleperformance India
Kolkata
09.2019 - 06.2021
- Managing Voice and Non Voice channel of BFSI Domain.
- Tracked key metrics like EQ, IQ, ACHT, NPS, and Box Sale. Tracking operational metrics like shrinkage, attrition, and client-based targets on sales revenue.
- Achieved various cash prizes for inter-team performance.
- Managed daily workflow of customer inquiries by assigning tasks appropriately among team members.
- Monitored customer satisfaction levels through surveys and feedback.
- Assessed team performance against established goals and objectives on an ongoing basis.
Team Leader, Operations
STARTEK
Kolkata
12.2018 - 09.2019
- Handling the e-commerce platform of Food Channel.
- Demonstrated respect, friendliness, and willingness to help wherever needed. Proved successful at working within tight deadlines and a fast-paced atmosphere.
- Maintaining daily audits based on BQ and quality parameters.
- Maintaining team performance targets like NPS, EQ, IQ, FRT, AHT, attrition, and shrinkage.
- Achieve RNR for Best Team Leader for four consecutive months (January to April 2019)..
Customer Service Executive
STARTEK
Kolkata
08.2018 - 12.2018
- Performed follow-up calls to customers regarding their inquiries or orders.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
- Resolved problems or concerns to satisfaction of involved parties.
Education
Bachelor of Technology -
Bengal Institute of Technology
Kolkata06-2018
High School Diploma -
Auxilium Convent School
04-2014
Skills
- Business development
- Account management
- Sales planning
- Data analysis
- Scheduling and planning
- Conflict resolution
- Contract negotiation
- Recruiting and interviewing
- Promotional planning
- Employee performance evaluation
- Orientation and training
- Rewards program oversight
- Reporting and documenting
- Strategic planning
- Workload management
- Employee performance evaluations
- Customer relationship management (CRM)
- Staff development
- Employee engagement
- Marketing
- Product and service sales
Accomplishments
- Received multiple awards for Best Team Leader and Best Assistant Manager at the skill level
- Awarded various cash prizes at Inter team competition level
Languages
English
First Language
Timeline
Assistant Manager,Operations -Business Development
STARTEK
02.2024 - Current
Assistant Manager, Operations - CC
STARTEK
02.2023 - 02.2024
Assistant Manager, Operations - CC
KocharTech Pvt Ltd
02.2022 - 02.2023
Team Leader, Operations
KocharTech Pvt Ltd
06.2021 - 01.2022
Team Leader, Operations
Teleperformance India
09.2019 - 06.2021
Team Leader, Operations
STARTEK
12.2018 - 09.2019
Customer Service Executive
STARTEK
08.2018 - 12.2018
Bachelor of Technology -
Bengal Institute of Technology
High School Diploma -
Auxilium Convent School
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